topic Re: O2 Upgrades - Please train your staff better! in Discussions & Feedback

O2 Upgrades - Please train your staff better!

TAJ — Mon, 10 Jun 2013 15:19:53 GMT

Please can someone explain to me why a company like o2 which has been doing upgrades for numerous years still manages to get it wrong EVERY single time.

I am currently on a blackberry, i upgrade and get a new blackberry and yet they change my bolt on to a non-blackberry bolt on.

I call and request a change (at midday) and they tell em , sorry nothing can be done until midnight tonight? excuse me but how does that help me for the rest of the working day? their solution?

PUT IT IN ANOTHER SMART PHONE LIKE AN IPHONE 5. A phone which requires a micro-sim! im sorry if im overreacting but that just has to be the one UNUSEFUL piece of advice i have ever gotten and O2 needs to address this!

Re: O2 Upgrades - Please train your staff better!

MI5 — Mon, 10 Jun 2013 15:28:35 GMT

Live chat ??

Re: O2 Upgrades - Please train your staff better!

TAJ — Mon, 10 Jun 2013 15:30:28 GMT

upgrade done over the phone, complaint over phone and live chat

Re: O2 Upgrades - Please train your staff better!

adamtemp64 — Mon, 10 Jun 2013 15:32:21 GMT

I would lodge a formal complaint as it has happend many times now search complaints review service on the support pages ignore the live chat box and send a detailed email of the issue .

Re: O2 Upgrades - Please train your staff better!

MI5 — Mon, 10 Jun 2013 15:33:10 GMT

I see the training is going really well then......

Re: O2 Upgrades - Please train your staff better!

TAJ — Mon, 10 Jun 2013 15:33:31 GMT

Is there a specific email i can send my complaint to?

Re: O2 Upgrades - Please train your staff better!

adamtemp64 — Mon, 10 Jun 2013 15:36:21 GMT

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref(user):str(RelatedHelp),CASE=46943

Re: O2 Upgrades - Please train your staff better!

adamtemp64 — Tue, 13 Jun 2017 15:39:45 GMT

if the link fails this is the info

Complaints Review Service

We will take an impartial look at your complaint and how our customer service teams have handled it so far and do our best to help you find a resolution that you’re happy with.

So we can review your case without delay, please send us details of your complaint making sure you include:

• Your name and address

• Your mobile and account numbers

• A daytime contact number

• A suggestion of what you'd like us to do to put things right

• If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.

You can send us everything by post to:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP

http://www.o2.co.uk/how-to-complain

Alternatively you can email us directly at: complaintreviewservice@o2.com or fax us on 0870 600 2402.

Re: O2 Upgrades - Please train your staff better!

TAJ — Mon, 10 Jun 2013 15:49:38 GMT

Thank you very much for your help!

Re: O2 Upgrades - Please train your staff better!

Anonymous — Mon, 10 Jun 2013 16:08:21 GMT

@MI5 wrote:
I see the training is going really well then......

It could be that O2 are mixed up......perhaps they think we're Live Chat ..........and the real Live Chat is the forum

Re: O2 Upgrades - Please train your staff better!

Anonymous — Mon, 10 Jun 2013 16:11:46 GMT

@Anonymous wrote:
@MI5 wrote:
I see the training is going really well then......
It could be that O2 are mixed up......perhaps they think we're Live Chat ..........and the real Live Chat is the forum

that wouldnt surprise me

Re: O2 Upgrades - Please train your staff better!

Anonymous — Mon, 10 Jun 2013 16:13:40 GMT

Can I just ask before anyone starts complaining...

You upgraded from a BlackBerry to a new BlackBerry? Was that to a Z10 or a Q10?

The reason i ask is that the new BlackBerry 10 phones dont require the BlackBerry service/Bolt-on any more, hence why it will have been removed from your account. Its pointless being charged the £5 when the new phones dont use it, and instead handle data, etc in the same way as all other phones.

It was removed from my account automatically when I upgraded to the Z10 from my Bold 9900.

Just sayin'...

Re: O2 Upgrades - Please train your staff better!

Anonymous — Mon, 10 Jun 2013 22:25:08 GMT

@Anonymous wrote:
Can I just ask before anyone starts complaining...

You upgraded from a BlackBerry to a new BlackBerry? Was that to a Z10 or a Q10?

The reason i ask is that the new BlackBerry 10 phones dont require the BlackBerry service/Bolt-on any more, hence why it will have been removed from your account. Its pointless being charged the £5 when the new phones dont use it, and instead handle data, etc in the same way as all other phones.

It was removed from my account automatically when I upgraded to the Z10 from my Bold 9900.

Just sayin'...

Oooooh, Now there's a spanner in the works!

Good call!

Re: O2 Upgrades - Please train your staff better!

Anonymous — Mon, 10 Jun 2013 22:38:17 GMT

@Anonymous wrote:
Oooooh, Now there's a spanner in the works!

Good call!

haha and I bet thats where the problem lies, its unlikely that the OP will have upgraded to a legacy BBOS phone, so its going to be the Z10 or the Q10 which no longer requires the BlackBerry bolt-on to work

Re: O2 Upgrades - Please train your staff better!

Anonymous — Mon, 10 Jun 2013 22:51:04 GMT

@Anonymous wrote:
@Anonymous wrote:
Oooooh, Now there's a spanner in the works!

Good call!
haha and I bet thats where the problem lies, its unlikely that the OP will have upgraded to a legacy BBOS phone, so its going to be the Z10 or the Q10 which no longer requires the BlackBerry bolt-on to work

You do realise that that means live chat got something right!!!!